American Express Careers

Complaint Analyst

Madrid, Spain
Customer Care Operations

Job Description


This is an exciting opportunity to join the American Express Executive Customer Relations Team based in Spain where a continuous interaction with all Business and Operations Teams across the globe is needed to ensure relevant Complaints received from Customers, Bank Of Spain or Presidency are duly and timely resolved.


Job Responsabilities:

  • Review, action, and document root cause and resolution for customer complaints and servicing issues
  • Ensure complaints and servicing issues are properly coded to meet regulatory reporting requirements
  • Identify and escalate trends and defects that have a potential legal, regulatory or servicing risks
  • Provide coaching and feedback to Team Leaders and Complaints Handlers
  • Understand basic consumer protection, banking regulations and applicable laws to identify and appropriately escalate complaints, defects and trends to business partners within Compliance, Global Servicing Network and the bank
  • Ensure compliance with Complaints Management Policy and other legal/regulatory requirements

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.





Required skills:

  • Analytical thinker with the ability to run analysis, assess impacts, identify trends, and draw correlations
  • Proven ability to identify gaps and generate process improvement ideas
  • Broad knowledge of Global Servicing Network processes desired
  • Ability to influence without direct authority across all areas of the organization
  • Self-motivated with a demonstrated ability to drive results under tight timelines and handle multiple tasks concurrently
  • Demonstrate a strong attention to detail with excellent follow up skills
  • Proficient in applicable policies and regulations for the process supported
  • Strong written and verbal English and Spanish communication skills
  • Proficient in MS Office
  • Demonstrated experience in handling challenging conversations


Education requirement:

  • Relevant or linked Master or Degree desired

Why American Express?  

Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

Proud to be recognized by Great Place to Work España - Ranked 3rd of overall Best Companies and No. 1 for Wellness & Wellbeing


ReqID: 18006018
Schedule (Full-Time/Part-Time): Full-time